What are we looking for?
We are looking for an experienced, technical and personable IT Support Analyst to support to all users within the EU/Asia, and as appropriate to the US offices.
The ideal candidate will be able to empathise, adapt and have excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically. You will inspire confidence and be an excellent communicator at all levels, capable of dealing with people in a calm, effective and efficient manner.
The ideal candidate will have experience working in a professional services environment, ideally in a law firm.
Areas of focus and responsibilities
Perform technical support functions via phone, remote connection and desk side visits
Log calls in the Help Desk call logging system to ensure incidents are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved
Correctly diagnose software and hardware faults and liaise with 3rd party engineers. Incidents should be carried out within reasonable time scales and monitored to resolution
Identify Major support Incidents and liaise with support teams, following the Major Incident process
Build and support laptops, desktops, printers and remote devices such as Blackberry's
Inform the Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales
Assist with user account management
Administer IT asset inventories, ensuring records are kept fully up to date
Produce and maintain technical documentation and articles for the knowledge base
Work on projects as required
Skills and experience required
Technical skills and qualifications
Technical knowledge of supporting Windows XP, Windows 7, Windows 8 Professional in a networked environment
Experience of working in a Microsoft Active Directory and Exchange environment
Detailed knowledge of the Microsoft Office 2003, 2010/13 Suite including installing, configuring and support within a network environment
Understanding of networking technologies (wired and wireless)
Knowledge of remote working technologies – Citrix and RSA SecurID Administration
Blackberry support and BES Administration
PC and Laptop configuration
Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with HP PC hardware, Lenovo / Dell Laptops, HP Laser printers and Canon multifunction devices
Document Management System – iManage or similar
Time Management/Recording (desired but not essential) – Elite or similar
Professional Services specific applications –Laser forms, Elite and InterAction.
Minimum 3-4 years' experience in a law firm or similar/professional environment
Graduate or equivalent in a numerate subject
Personal qualities and approach
Inspires confidence that issues raised will be resolved
Excellent communicator at all levels. Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
Must possess good problem-solving skills and a calm and focused attitude
Must be a pro-active, team player but have the ability to work and focus on tasks independently of others. Able to manage major service outages and incidents in a calm, methodical and professional manner
Strong written communication skills with a high standard of user training documentation and technical procedure writing skills
Enthusiastic and approachable
Good administration skills with strong attention to detail for updating records and following procedures and checklists
Adaptable and able to work under pressure
Enjoys working as part of a team, assisting colleagues and sharing information with others
The Essentials
Monday to Friday, 35 hour week, working a shift rota between the hours of 08:00am to 6:30pm. Flexibility is a must as shift coverage, out of hours support and occasional overtime during projects and rollouts is a requirement of the role
12 week probation period, week notice period
Benefit package including pension, private medical, Denplan, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site café plus more
About Withers Worldwide
Withers have been acting for successful individuals, families and institutions for over 100 years. We advise clients on their business and personal legal needs both at home and abroad. In this fast moving and increasingly regulated world, the need for integrated and timely advice has never been more urgent.
We are recognised as the only international law firm for successful people, their families, their businesses and their philanthropic work. With offices in Europe, Asia, the United States and the Caribbean, we provide coverage that other law firms focussed on the individual cannot.
With over 150 partners and more than 450 other lawyers, we have unparalleled expertise in commercial, tax, trusts, estate planning, financial services, litigation and arbitration, real estate, charities, employment, family law and other legal issues facing individuals and their families. The firm has advised 42% of the top 100 UK Sunday Times Rich List and over 20% of the top 100 US Forbes list, as well as numerous families in Asia.
Equal Opportunities Employment Statement
It is the policy of Withers Worldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.
We are looking for an experienced, technical and personable IT Support Analyst to support to all users within the EU/Asia, and as appropriate to the US offices.
The ideal candidate will be able to empathise, adapt and have excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically. You will inspire confidence and be an excellent communicator at all levels, capable of dealing with people in a calm, effective and efficient manner.
The ideal candidate will have experience working in a professional services environment, ideally in a law firm.
Areas of focus and responsibilities
Perform technical support functions via phone, remote connection and desk side visits
Log calls in the Help Desk call logging system to ensure incidents are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved
Correctly diagnose software and hardware faults and liaise with 3rd party engineers. Incidents should be carried out within reasonable time scales and monitored to resolution
Identify Major support Incidents and liaise with support teams, following the Major Incident process
Build and support laptops, desktops, printers and remote devices such as Blackberry's
Inform the Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales
Assist with user account management
Administer IT asset inventories, ensuring records are kept fully up to date
Produce and maintain technical documentation and articles for the knowledge base
Work on projects as required
Technical skills and qualifications
Technical knowledge of supporting Windows XP, Windows 7, Windows 8 Professional in a networked environment
Experience of working in a Microsoft Active Directory and Exchange environment
Detailed knowledge of the Microsoft Office 2003, 2010/13 Suite including installing, configuring and support within a network environment
Understanding of networking technologies (wired and wireless)
Knowledge of remote working technologies – Citrix and RSA SecurID Administration
Blackberry support and BES Administration
PC and Laptop configuration
Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with HP PC hardware, Lenovo / Dell Laptops, HP Laser printers and Canon multifunction devices
Document Management System – iManage or similar
Time Management/Recording (desired but not essential) – Elite or similar
Professional Services specific applications –Laser forms, Elite and InterAction.
Minimum 3-4 years' experience in a law firm or similar/professional environment
Graduate or equivalent in a numerate subject
Personal qualities and approach
Inspires confidence that issues raised will be resolved
Excellent communicator at all levels. Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
Must possess good problem-solving skills and a calm and focused attitude
Must be a pro-active, team player but have the ability to work and focus on tasks independently of others. Able to manage major service outages and incidents in a calm, methodical and professional manner
Strong written communication skills with a high standard of user training documentation and technical procedure writing skills
Enthusiastic and approachable
Good administration skills with strong attention to detail for updating records and following procedures and checklists
Adaptable and able to work under pressure
Enjoys working as part of a team, assisting colleagues and sharing information with others
The Essentials
Monday to Friday, 35 hour week, working a shift rota between the hours of 08:00am to 6:30pm. Flexibility is a must as shift coverage, out of hours support and occasional overtime during projects and rollouts is a requirement of the role
12 week probation period, week notice period
Benefit package including pension, private medical, Denplan, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site café plus more
About Withers Worldwide
Withers have been acting for successful individuals, families and institutions for over 100 years. We advise clients on their business and personal legal needs both at home and abroad. In this fast moving and increasingly regulated world, the need for integrated and timely advice has never been more urgent.
We are recognised as the only international law firm for successful people, their families, their businesses and their philanthropic work. With offices in Europe, Asia, the United States and the Caribbean, we provide coverage that other law firms focussed on the individual cannot.
With over 150 partners and more than 450 other lawyers, we have unparalleled expertise in commercial, tax, trusts, estate planning, financial services, litigation and arbitration, real estate, charities, employment, family law and other legal issues facing individuals and their families. The firm has advised 42% of the top 100 UK Sunday Times Rich List and over 20% of the top 100 US Forbes list, as well as numerous families in Asia.
Equal Opportunities Employment Statement
It is the policy of Withers Worldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.
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